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WorksheetsH rev 12
Total questions: 40
Worksheet time: 23mins
What is the term that describes the transfer of pathogens from one surface to another?
Cross-contamination
Temperature abuse
Unsafe purchasing
Poor personal hygiene
The spirit of hospitality is
a mindset.
a product.
a sector.
an experience.
What is the main purpose of a Destination Management Organization?
Schedule events in their area
Attract visitors to an area
Provide visitor tours
Create jobs
What department sets the groundwork that makes sales happen?
Engineering
Housekeeping
Marketing
Maintenance
What does the letter H represent in the acronym HACCP?
Hospitality
Hazard
Habits
Health
What is an example of a feeder program for recruiting employees?
Vocational
Job fair
Interview
Training
What type of standard operating procedures (SOPs) ensure consistency across all hotels, restaurants, or theme parks and cover everything from what items go in guest rooms to how to complete specific reports?
Company
Management
National
Brand
Management and staff in hotels primarily use internal surveys to…
better understand the hotel's strengths and weaknesses.
help determine the AAA Diamond Rating.
add to Forbes Travel Guide to determine star rating.
be the one standard guests can rely on.
Providing a strategic link between the community and the organization that in turn further promotes the brand is known as
brand equity.
public relations.
market testing.
value proposition.
Which banquet position is in charge of cleaning and maintaining wares and equipment?
Chef
Steward
Banquet setup
Sales
A direct impact that the cruise industry has on the economy of their ports of call is increased
port city budgets.
tax revenues.
air traffic.
jobs.
Behavior that includes prejudice, either for or against a person or group of people, is
discrimination
stereotyping
bias
prejudice
What is one of the guestroom attendant's duties?
Washing dirty linens
Cleaning the bathroom
Taking reservations
Delivering food
What is the term for the number of restaurant guests served in a given period?
Cover
Guarantee
Production
Reservations
The commitment by top management to invest in employee education on an ongoing basis is called what?
Rewards and recognition
Self-evaluation
Organization
Training
What is another term for people or businesses that show interest or a need for the products and services a hotel offers?
Leads
Groups
Transients
Prospects
To avoid future breakdowns of equipment, what type of maintenance is required?
Prevailing
Sustainable
Preventive
General
What is par level in housekeeping?
What enables managers to achieve proper staffing levels and schedule a mix of labor with right skills?
Forecast
Reservations
Deposits
Budget
Which career category would be the focus of someone interested in a career in park management?
Recreation
Travel
Lodging
Managed services
Tourism is the practice of traveling for
work.
recreation.
the government.
charities.
Why did many transportation developments take place during the Industrial Revolution?
Regular people had more money to travel.
Trade increased during this period.
Transportation was required to move troops and supplies across the ocean.
There was a need to transport raw materials and finished goods.
The hospitality industry has undergone many changes in modern times. One example is that
air travel is less affordable.
wealthy people are traveling less.
business travel has become common.
fewer families are taking vacations by car.
Which is an example of a corporate social responsibility initiative?
A non-profit requires 13 employees over the age of 60 to retire early
A publicly held company distributes dividends to its shareholders
A privately held company donates computers to schools in an economically challenged area
An organization lays off 300 workers in an effort to restore diminishing profit margins
A businessperson is visiting friends in Chicago. He gets a hotel room for two nights for $250 per night. Next week, a valet spends some of his paycheck to buy groceries. This is an example of:
a. a coincidence.
b. the multiplier effect.
c. the spirit of hospitality.
d. a managed business.
Which is an example of an organization skill?
Crisis management
Cultural awareness
Attention to detail
Written communication
A hotel employee has worked in various positions at a local hotel. He has developed strong communication, teamwork, and time management skills. A local recruiter is impressed with his skills and has contacted him about a management position at a technology company. What skills has the hotel employee demonstrated?
Creative
Teaching
Transferable
Innovative
Which is a front of the house position?
Line cook
Housekeeper
Bartender
Bookkeeper
The back of the house in a restaurant operation refers to
the corporate offices.
the parking lot and outside seating.
positions that do not deal with guests directly.
positions that deal with guest problems.
A professional association may give an individual who has demonstrated a high level of skill and met certain performance requirements a(n)
award.
certification.
diploma.
scholarship.
A college student is given four tickets to a sold-out concert. Which need is the student fulfilling?
Safety
Esteem
Physiological
Self-actualization
A restaurant owner who works 12 hours every day of the week wants to have more time for friends and family. Which need is he exhibiting?
Safety
Love and belonging
Esteem
Jen’s Coffee Shop is conducting a series of focus groups with local residents to determine possibilities for future expansion. They are also doing one-on-one interviews with local business owners. These are examples of
moments of truth.
primary research.
secondary research.
service recovery.
As a couple checks out of the Hotel Meriden, the front desk agent asks them if their stay was satisfactory and if they need transportation. The agent thanks them by name and says that she hopes to see them on their next trip into Tulsa. This is an example of effective interaction during which stage of the guest experience cycle?
Departure
Arrival
Pre-arrival
Occupancy
Problems can arise in any business. Some problems are small; others are major. What tool can help a company determine which issue to prioritize?
Service recovery
Cost of error
Reputation management
Moments of truth
A company’s culture does which of the following?
Shapes employee behavior and company values.
Determines the company’s legal structure.
Sets the company’s product prices.
Controls the company’s external competition.
A man works for a hotel with a highly structured company culture. Which is he most likely to do?
Stop in to chat with his supervisor each morning.
Go to his supervisor’s boss any time he has a concern.
Send an email to his supervisor asking to discuss a potential problem.
Set up an informal team with co-workers that meets during the workday.
A condition that results when demand exceeds the resources available is
empathy.
stress.
tranquility.
serenity.
Which time management skill includes setting a timeline for completing a task?
Planning
Delegating
Setting priorities
Goal setting
As they discuss her request, the manager quickly types an IM on his computer, then begins to read a text message. The housekeeper says, “I’ll come back later when it might be a better time for you to talk.” What active listening skill could the manager have used to make this communication more successful?
Show empathy
Interpret the speaker’s feeling
Ask appropriate questions
Minimize outside distractions
